Technical Support It

Nevin Swoopes

Chicago, IL ***** 901-***-**** ********@*****.*** linkedin.com/in/NevinSwoopes

Highly Skilled IT Support Analyst with 15+ Years of Experience

Delivering exceptional technical support and driving business value are my passions. I leverage my 15+ years of experience in customer and software support to empower internal and external users. My expertise lies in:

Infrastructure & Systems Support: Providing comprehensive support for IT infrastructure services, systems, and technologies.

Troubleshooting & Problem-Solving: Diagnosing and resolving system issues efficiently and accurately, ensuring minimal disruption.

Software Development Life Cycle (SDLC): Possessing a deep understanding of SDLC, from application planning and development to QA/UAT and deployment.

Communication & Collaboration: Excelling in interpersonal communication, fostering collaboration, and building strong relationships.

Teamwork & Mentorship: Eager to contribute to team success through hard work, mentorship, and a detail-oriented approach.

A Passion for Continuous Learning & Growth:

I am highly motivated to learn, grow, and excel in the IT field. I consistently strive to improve customer satisfaction, resolve complex problems, and drive operational improvements.

WORK EXPERIENCE

Transportation Management Application Analyst

Dunavant Global Logistics, LLC Memphis, TN September 2021 - May 2023

Provided second-level support for transportation management applications (CargoWise, Mercury Gate, and FourKites) used to monitor global cargo shipments.

Performed software and hardware configurations, testing, and implementations to meet operational objectives.

Collaborated closely with software engineers and project managers on release and change management activities, including technical and regression testing, system enhancements, system audits (e.g., end-user licenses, security permissions, version updates, and registry changes), report enhancements, and new report requests.

Created and updated documentation of admin-level support guides, IT vendor contacts, resolutions of system outages, and IT best practices.

Performed tickets analysis to identify common issues and trends. Recommended corrective actions to eradicate underlying root causes.

Client Solutions Group Technical Analyst

Baker, Donelson, Bearman, Caldwell & Berkowitz, PC Memphis, TN January 2015 - August 2020

Received and responded to incoming tickets and e-mail requests for technical support to internal users for Baker Donelson's SharePoint intranet site and document management system (NetDocuments).

Provided operational support and administration for Microsoft 365/Office 365 systems, Office collaboration tools, Outlook, Teams, Defender, OneDrive, SharePoint, Active Directory and research applications (WestLaw Solutions, Bloomberg Law, Cheetah)

Acted as technical lead during software migration from the desktop version to cloud infrastructure.

Designed and maintained HighQ Collaboration sites for secure document sharing between internal users and external clients, along with creating troubleshooting guides and maintained team knowledge base.

Managed problems through resolution with clear communication and status updates for affected users and management.

Client Services Specialist, Level 1

D+H (formerly Harland Financial Solutions) Memphis, TN June 2013 - December 2014

Successfully troubleshooted various client issues, ranging from network connectivity problems to software installation issues on a wide variety of devices

Meticulously documented all client interactions within the MS CRM case tracking system.

Escalated complex and/or client-sensitive issues to the appropriate teams.

Ensured client satisfaction by responding promptly to requests for assistance, investigating and troubleshooting issues, and escalating complex matters as required.

Coordinated and tracked client issues meticulously until resolution/conclusion was achieved.

SKILLS

Software Life Cycle

User Acceptance Testing (UAT)

Quality Assurance (QA)

Software Deployment

Software Support

Hardware Support

MS Office 365

MS SQL Server

Support Ticket Resolution (GtA, ServiceNow)

IT Documentation

Active Directory

Project Management

Customer Service

Detail Oriented

Analytical Skills

Cloud Infrastructure

EDUCATION

The University of Memphis, Memphis, TN Mathematics

CERTIFICATIONS

CompTIA A+ Certification – In progress

CompTIA Security+ Certification – In progress

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